Mritunjay Kumar

Experience

• 

  Avaya India Pvt. Ltd.

  Sept 2009 - now

  Led a team of 15 support engineers to deliver exceptional support services for both Bharti Airtel and global clientele.Manage critical escalations and team situations, ensuring effective resolution and maintaining team morale.Engage with clients to assess needs, evaluate technical solutions, and manage expectations.Provide comprehensive training, guidance, and mentorship to technical staff for optimized performance.Maintain and manage technical product support to ensure solution stability and client satisfaction.Delegate technical responsibilities and monitor project progress diligently to ensure timely delivery.Lead and provide technical direction for the development of automation projects, fostering innovation and efficiency.Deliver engaging presentations and well-organized documentation on new projects and products, enhancing client understanding and satisfaction.Continually seek opportunities to increase customer satisfaction and deepen client relationships.Define and design technology solutions aligned with enterprise architecture to meet business objectives effectively.Drive problem management initiatives and monitor customer-facing SLAs to ensure product stability and customer satisfaction. Show less Provide technical support during critical escalations on UC/CC for global Avaya customers/partnersConduct site visits as directed by higher management to address critical escalation issuesEstablish IP Peer Networks and configure dial plans for distributed PBX networksLead migration from TDM-based systems to IP-enabled solutions for improved efficiencyPerform audits of customer PBX/Contact Center systems and travel to customer sites for issue resolutionOffer L3 support for escalated cases from L2 teams, ensuring timely resolution within SLAsCoordinate complex technical solutions, conduct system audits, and provide consultative support for transformational projects Show less

  • Technical Manager

    Jan 2009 - now

  • Principal Technical Support Engineer

    Sept 2009 - Oct 2014
• 

  Avaya

  Oct 2009 - now

  Technical Manager
• 

  DXC Technology India Pvt. Ltd.

  Apr 2014 - Dec 2018

  Service Delivery Consultant

  Define and design technology solutions within enterprise architecture to meet business objectivesDevelop, test, and implement technology solutions, ensuring adherence to delivery commitments and agreed timeframesProvide input to strategic technology investments, maximizing return on investment and supporting enterprise architecture developmentManage stakeholder relationships, closely collaborating with team members, service delivery managers, and customersRepresent the organization in customer and internal review calls, driving new requirements and leading customer-facing projectsMonitor and review customer-facing tickets, driving corrective and preventive actions and maintaining risk registersDrive problem management initiatives to eliminate chronic and repeat tickets, ensuring product stability and customer satisfactionLead improvement and business-driven projects for Contact Center and Unified Communication domainsEnsure compliance with product SLAs and customer agreements, escalating issues to Tier 4 and development teams as neededProvide technical consultation for design conflicts and participate in automation projects, fostering innovation and out-of-the-box solutions Show less